Customer Experience Manager - Business Banking

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!
 

Job Description:
This job is responsible for managing Line of Business (LOB)/channel activities to improve overall customer-facing associate core processes and results. Key responsibilities include supporting the client experience across all channels including influencing the design of products, programs, and policies to deliver banking and financial services to clients. Job expectations include analyzing LOB/channel-wide associate process gaps and delivering solutions that exceed client expectations and enable responsible client growth.

Responsibilities:

• Support customer experience programs that improve a client's journey through field and centralized teams across digital platforms, servicing teams, and financial centers.

• Design and influence retention strategies and initiatives to increase satisfaction and retention of Business Banking clients, including proactive loyalty-building and reactive save-at-risk efforts.

• Define differentiated treatment strategies and tactics for high-value clients, including Preferred Rewards and BBRM assigned clients.

• Lead ongoing feedback collection efforts from clients and Line of Business partners to understand needs, strengths, and opportunities.

• Manage VOICES and non-VOICES survey processes and reporting in partnership with Enterprise Client Care, including enhancements and monthly performance narratives.

• Analyze extensive VOC data to identify top client pain points, root causes of dissatisfaction, complaints, and attrition, and drive actions to address issues.

• Identify client Critical-to-Quality (CTQ) metrics, assess performance against CTQs, and manage action plans to remediate gaps.

• Execute surveys, client panels, and research; own post-deployment action plans on key themes.

• Manage and continuously improve Business Banking problem handling and escalation processes, simplifying and accelerating resolution for front-line associates.

• Collaborate closely with field sales, call center, and service transformation teams to improve escalation routines and outcomes.

• Ensure onboarding, service, problem handling satisfaction and operational metrics are in place and managed through regular routines and executive reporting.

• Lead, influence, and integrate onboarding experience improvement programs for Business Banking clients.

• Own onboarding VOC analytics and reporting and translate insights into action plans.

• Act as a point of contact to help drive positive client experiences throughout the organization.

• Interface with Enterprise Client Care, call center teams, and service transformation teams on onboarding, concierge, and problem handling initiatives.

• Provide leader/executive reporting, presentation support, and communications; deliver strong executive written communications (decks and emails).

• Handle every interaction as an opportunity to manage risk well and support a positive client experience.

• Demonstrate strong process knowledge, operational excellence, and continuous improvement through data-based decision making.

Required Qualifications:

• Background in strategy, data and analytics, digital, client experience functions

• Demonstrated ability to perform advanced analytics and produce accurate, actionable reporting and insights

• Proven experience in executive-level written communication, including creating professional presentations, and data visualizations. and email correspondence

• Strong interpersonal and stakeholder management skills, with the ability to partner, support, and influence across multiple teams